Customer Care Agent – Zambia

Zoona

IMPORTANT – The following criteria are essential in order to be considered for this role. Applications which do not meet these criteria will not be considered;

  • Experience in a Call Centre/Customer Care
  • Fluency in Bemba & Nyanja
  • Located in South Africa
  • In possession of a valid work permit

If you love working in a dynamic environment where the demands are high and change is the only constant, where you will be challenged every day and where you will get to work with the best of the best, then this role is for you!

Zoona’s Customer Care Team is looking for a Customer Care Agent to look after the Zambian Market.

WHAT YOU WILL BE DOING

  • You will be working with our Customer Care Team to help achieve our goal of providing world class service to our valued customers and consumers.
  • We are looking for experienced and customer service orientated staff, with call centre or face to face customer service skills.
  • These customer service champions are people that display fantastic communication skills (both verbal and written) and are always accountable and self motivated.
  • They understand that sometimes the answer is in the detail, so they pay close attention to detail and exhaust all avenues when resolving queries.
  • Resolving customer and consumer queries from the phone, emails, Facebook queries and Whatsapp using Salesforce
  • Handling complaints
  • Troubleshooting problems and providing information
  • Outbound calls to resolve account issues

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WHO WE ARE LOOKING FOR

  • Someone who is a ZAMBIAN national, fluent in the main local languages (Bemba , Nyanja, Lozi, Tonga), with a deep understaning of the culture
  • Someone who is self-startingand is comfortable working independently
  • Someone who is outgoing and curiousand enjoys interacting with many different people to try to understand them and their needs better
  • Someone who is organizedand has a fine attention to detail
  • Someone who is a great communicator, written and oral
  • Someone who has previously worked in international teams

Experience, qualifications and skills:

  • We are looking for experienced and customer service orientated staff, with call centre or face to face customer service skills.
  • These customer service champions are people that display fantastic communication skills (both verbal and written) and are always accountable and self motivated.
  • They understand that sometimes the answer is in the detail, so they pay close attention to detail and exhaust all avenues when resolving queries.

Culture Fit

  • Values fit: You must live and breathe Zoona’s values of Being Real,  EntrepreneurshipIntegrityCommitment,Togetherness, and Funin both your professional and personal life.
  • Multiplier leader: You must be a consistent A-player and Multiplier leader who is never satisfied with the status quo and constantly seeks to learn and improve.
  • Flexible and Agile: In a rapidly growing company like Zoona, the only constant is change. Agility and an ability to fail quickly and learn are a key part of how we work.
  • Confidence and belief: You must possess the highest confidence and belief in yourself, your teammates, and your direct reports.
  • Performance under pressure: You must consistently meet and deliver on rising expectations and make an impact immediately.
  • Passionate about your field: You must have a passion for learning and its role in creating value and driving impact to change the world.

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WHO WE ARE

In Africa, high unemployment, frequent household shocks, and a lack of access to formal financial services create the need for people to rely on their extended families and communities for financial support.

Zoona exists to make a difference. We start by identifying emerging entrepreneurs and providing them with a franchise “business-in-a-box” solution to make money and serve their communities as Zoona agents and tellers. We specifically focus on girls and young women who can multiply our impact by becoming role models and accelerating the Girl Effect in their communities.

Our core service is to help people send and receive money when they need to most. By consistently delivering an exceptional experience when it truly matters, we will earn the trust of our consumers and create wealth and well being for our agents and tellers. We will nurture these relationships and listen attentively to our customers to develop a suite of innovative financial services that solve real pain points and enhance their dignity.

This is how we will help communities thrive.

We are based in Cape Town, South Africa, with trading operations in Zambia, Malawi, Mozambique, and Ghana. We have attracted $22 million in international venture capital investment, have grown to 1.5 million active customers, and have processed over $1 billion in transaction value across a network of 1,500 agent outlets that employ 2,500 people.

But we are just getting started. Over the next 5-years, we will:

  1. Become the leading financial services brand for 30 million monthly active consumers
  2. Develop a high-performing customer-centric culture where people are unleashed to fulfill their potential
  3. Establish the top-performing and most-trusted agent network in 10 countries
  4. Build a highly flexible and robust FinTech platform that adapts to customer needs and industry standards
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